jdrhyne/agent-skills/zendesk

Zendesk

Manage Zendesk tickets, users, and support workflows through the authenticated Zendesk API.

When to Use

• search tickets or support history
• create or update tickets
• inspect user details
• export queue data for analysis
• summarize current support state

Setup

Use these environment variables:

• ZENDESK_SUBDOMAIN
• ZENDESK_EMAIL
• ZENDESK_TOKEN

Build the Zendesk auth context from those variables and confirm access before trying ticket operations.

Workflow Rules

1. Search before creating a ticket to avoid duplicates.
2. Use views or targeted search instead of listing entire queues.
3. Add internal notes when changing status or ownership.
4. Confirm destructive or customer-visible actions before sending them.
5. Respect Zendesk rate limits during bulk work.

Common Operations

• Search tickets by status, priority, assignee, or subject before creating a new one.
• Create tickets with a clear subject, customer-visible comment, and correct priority.
• Update status with an internal note that explains what changed and why.
• Look up users by email before editing ownership, organization, or requester fields.
• Export queue data only when the user explicitly asked for a saved report.

Safety Boundaries

• Do not read credentials from ad hoc files, memory stores, or chat history; use only the documented environment variables.
• Do not close, merge, delete, or publicly reply to tickets without explicit confirmation.
• Do not export ticket or user data to files unless the user asked for a saved artifact.
• Do not send Zendesk data to any service other than the authenticated Zendesk API.